Advice and answers from the AQUA S.T.A.R. Team
Personalized Swim Lessons in your area
General Information
General information for every user of our platform
Contacting AQUA S.T.A.R.
If you need assistance, you can reach out to us by scrolling to the bottom of the website and clicking on ‘Get in Touch.’
Provide your name, phone number, email address, and select a subject line. Then, type your message, and we’ll aim to respond within 24-48 hours.
We appreciate your patience as we strive to assist you promptly.
Our 30-minute trial assessment introduces parents to our organization, instructor, and service. Try it. Book a 30-minute trial assessment today!
AQUA S.T.A.R. offers ONLY 1 – 30-minute trial per family member. We recognize that not many parents would pay so much ahead for swimming without knowing whether the instructor is right for their children. We want our instructor to be trustworthy so you and your children may enjoy the water experience.
Even if you have two students at different skill levels, our experienced instructors can still create a brief evaluation to observe how both swimmers do within the allotted 30 minutes.
Although the instructors who are giving individual lessons in your location are also the ones who are willing to go to your place, we still recommend choosing instructors who are already in your neighbourhood. With the client’s permission, we may collect certain data and forward it on to the instructor; nevertheless, it is ultimately up to the instructor to decide whether or not to go above and beyond in order to provide the requested lesson or trial, even if the client has paid for the gas.
At AQUA S.T.A.R., we prioritize flexibility and convenience for our clients. That’s why we offer a unique 24-hour rescheduling policy.
If your child falls ill unexpectedly or you encounter unforeseen circumstances, you can reschedule your swim lesson up to 24 hours before its start time. Simply log in to your account, navigate to your booking, and select a new time that works for you.
Other includes:
- Illness or injury
- Unspecified family emergency or personal crisis
- Doctor or specialist appointments
- Traffic congestion or car trouble
- Rain, snow, or other weather
- Aches, pains, or sprains
- Women’s menstruation
- Emergency dental work
- Forgetfulness or mistakes made when you book
While we aim for excellence, we understand that adjustments may be necessary, especially for first-time users. We’re committed to providing exceptional service and ensuring you get the most out of your swim lessons with us.
At AQUA S.T.A.R., we aim to provide fair and transparent refund options for our clients. Unused lesson credits are retained on your account indefinitely, offering flexibility for future use.
However, refunds are subject to a 25% restocking fee to cover administrative and processing costs.
**Please note that lessons already completed within your package will be charged at the single lesson rate or the original price based on the instructor rank selected.
We strive to ensure our refund policy is clear and equitable for all our clients
AQUA S.T.A.R. Swim Lessons Ltd. Payment Policy
Effective Date: June 18, 2024
Updated: Oct 14, 2024
1. Payment Processing
1.1 Payment plans commence upon purchasing a swim lesson package.
1.2 Recurring payments are charged on the same day of the purchase of your plan until the end of the term—every 4 weeks of calendar day.
2. Payment Options
Credit Card Payment:
- Any payment plan will ONLY accept credit card payments.
- All payments will be divided equally each month.
Email Transfer:
- Does NOT accept payment for the payment plan.
- Accept any FULL payments at: info@aquastarcanada.com
Payment Plan:
- Payment will be divided equally based on which package option you have opted in
- Payment will be credited every 4 weeks on your credit card automatically.
- We do NOT accept email transfers for any payment plan.
3. Discounts for Full Payment
Clients paying in full with the first payment receive the following discounts:
- $75 / $95 OFF for 10-15 lesson packages.
- $100 / $125 OFF for 20-30 lesson packages.
- $175 / $200 OFF for 40-50 lesson packages.
All amounts shown are subject to change*
4. Lesson Package Payment Plan
4.1 We offer packages with the following payment schedules:
- 10 lessons: 2 payments
- 15 lessons: 3 payments
- 20 lessons: 4 payments
- 30 lessons: 5 payments
- 40 lessons: 6 payments
- 50 lessons: 7 payments
Example:
Client Sam purchases a 20-lesson package for her 2 swimmers at $2,360, totalling $2,478 after GST is applied at 5%.
- 4 payments divided equally from $2,478 equal to $619.50.
5. Payment Terms
5.1 Payments begin once a plan is selected.
5.2 Charges are applied once you accept and pay for the transaction of the lessons.
6. Authorization to Debit Account
6.1 By accepting this policy, clients authorize AQUA S.T.A.R. Swim Lessons Ltd. to debit their accounts as per the agreed payment terms.
6.2 This authorization ensures timely payment for services.
7. Declined Payments
7.1 Clients must promptly update their credit card information if a payment is declined.
7.2 Failure to update information within 5 business days may result in lesson suspension.
8. Refunds and Cancellations
8.1 Refunds are processed according to our refund policy.
8.2 Clients can cancel their plan at any time but must pay any outstanding amounts.
9. Liability and Disputes
9.1 AQUA S.T.A.R. Swim Lessons Ltd. is not responsible for any bank or credit card fees.
9.2 Payment disputes must be submitted in writing within 30 days of the charge.
9.3 Clients agree to resolve disputes directly with AQUA S.T.A.R. Swim Lessons Ltd. before contacting their bank.
10. Acceptance of Policy
10.1 By clicking “Accept” on the payment processing page, clients agree to this Payment Policy.
10.2 This acceptance forms a binding agreement between the client and AQUA S.T.A.R. Swim Lessons Ltd.
For any questions, contact us at customercare@aquastarcanada.com